NeoBank
FinTech Mobile Banking Redesign
Role:
Lead Designer & Creative Engineer
Duration:
6 months
Team:
8 (2 designers, 4 engineers, 1 PM, 1 researcher)
Challenge
NeoBank's legacy mobile app suffered from a 2.3-star rating, 47% drop-off during onboarding, and customer support tickets averaging 12,000/month. Users described the app as "confusing" and "untrustworthy."
Approach
Conducted 32 user interviews and analyzed 5,000+ support tickets to map pain points
Built a unified design system ("Pulse DS") with 120+ tokenized components
Prototyped micro-interactions in Framer + custom Lottie animations
Engineered a React Native component library shared across iOS/Android
Implemented biometric onboarding flow reducing steps from 14 → 5
Outcome
App store rating: 2.3 → 4.7 in 4 months
Onboarding completion: 53% → 89%
Support tickets reduced by 62%
Design system adopted by 3 sister product teams
